Hello Twitter.
As part of implementation for one of our clients, a requirement is to integrate Twitter with SAP C4C. To achieve the same, I applied for Twitter developer account twice - once from my personal gmail id (vishwasp.87@gmail.com) linked Twitter account and once from my official outlook mail id (vishwas.panganamamula@itelligencegroup.com) linked Twitter account.
I received a mail from Twitter to explain the core intended use of this integration. I have explained in detail but in both the instances, the developer access application was not approved.
Please find my explanation below:
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Hello Twitter.
To introduce myself, I am Vishwas Panganamamula. I am working for Itelligence India Software Solutions, which is an SAP implementation partner. As part of one of our projects, we encountered a use case to integrate Twitter with SAP Cloud for Customer (C4C). The intention behind same is explained below:
• The core use case, intent, or business purpose for your use of the Twitter APIs
Our client is intending to maintain a Twitter page of it’s company, where customers can post their feedback about the products of the company.
There is a Digital customer engagement team which monitors these messages from the customers on the company’s Twitter page.
Our client wants these messages from customers to be recorded as Service Requests in SAP C4C for analysis. If Twitter is not integrated with SAP C4C, all the messages from the customers on company’s Twitter page need to be created manually as service requests in SAP C4C, which would be a herculean task for the company.
Hence, if Twitter is integrated with SAP C4C, these messages from customers will automatically be saved as Service Requests in SAP C4C and the digital customer engagement team will be notified. The digital customer engagement team can then analyse the Service Request, categorize it as an enquiry/complaint/feedback/… and assign it to the respective employee of the company for resolution.
We, as an SAP implementation partner would like to establish this integration between Twitter and SAP C4C to successfully implement the customer engagement process of our client.
I, as a representative of Itelligence India Software Solutions applied for developer account to test this use case scenario and demonstrate the same to our client. This would give the client an explicit picture of how the data flows seamlessly between Twitter and SAP C4C.
• If you intend to analyze Tweets, Twitter users, or their content, share details about the analyses you plan to conduct and the methods or techniques
In the testing environment, we would like to analyse the Tweets from the Twitter users (our client’s customers) to understand their opinion about the products/services of the company in the sense that any Tweet on the company’s Twitter page would be replicated to SAP C4C as a Service Request.
The Twitter user posting the message on Twitter page of the company will be identified in SAP C4C by their Twitter username .
When a Twitter user posts a message on company’s Twitter page, the same will be replicated to SAP C4C as a Service Request and the Digital customer engagement team can then address the Service Request.
• If your use involves Tweeting, Retweeting, or liking content, share how you will interact with Twitter users or their content
In the testing environment, we would interact with the Twitter users directly from SAP C4C. The API details from the Twitter App will be used to create a communication channel in SAP C4C, through which interaction with Twitter users will be made possible.
After the integration, any tweet from the customers will reflect in SAP C4C as a Service Request. When the digital customer engagement team replies to the tweet from SAP C4C, the particular customer will be notified on his Twitter page.
• If you’ll display Twitter content off of Twitter, explain how and where Tweets and Twitter content will be displayed to users of your product or service, including whether Tweets and Twitter content will be displayed at row level or aggregated
The Tweets from Twitter users (customers of our client) will be displayed in SAP C4C as Service Requests to the users. Each Tweet will be displayed individually at row level.
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Without this Twitter developer account, we will not be able to create a Twitter App and without a Twitter App, we will not be able to integrate with SAP C4C.
I would like to understand if there is any specific format that we need to send to Twitter to get the developer access approved because despite an explicit explanation, the application was not approved.
Regards
Vishwas P
+91-9741900858
